Within Teamwork Desk, you can add a new custom field on inboxes of your choosing.
Note: Custom Fields are only available on Premium and Enterprise plans.
To create a custom field, click your profile icon to the top right of the navigation bar and select Settings.
Near the top of the settings area, go to the General subsection and select Custom Fields from the left sidebar.
Note: Only site administrators can access and update custom fields.
You will now have the option to add a new field to the top right.
In the custom field modal, you can enter a name (that the agents will see) and choose a field type. At the bottom, you can also choose whether the field should be required for agents.
Note: By choosing to mark the field as required, agents will be required to fill in the field before the ticket can be solved or closed.
Custom field types:
- Text Field - Agents (and
optionally customers) can enter in
single line text.
- Multi-Line text field - Agents (and optionally
customers) can enter multiple lines of
- Dropdown - Allow agents
(and optionally customers) to choose
exactly 1 option from your pre-defined
- Numbers - Accept numeric
input from agents (and optionally
- Checkbox - Allow agents
(and optionally customers) to choose 0
or more options from your pre-defined
- Date - Allow agents (and
optionally customers) to select a date
from a date picker.
Once you click next, you have options to customize how customers can interact with the custom field when submitting a request or viewing a ticket in their Customer Portal account.
- Can view - When enabled, your
customers will be able to view the
custom field on their existing tickets in the Customer Portal. Customers will not be able to input or edit the field value.
- Can view and edit - When enabled, the custom field may be visible on the embeddable contact form and submit a request form. Customers can input information into the field and can also edit the information in the field via the Customer Portal once the ticket is created.
- Required - When you enable
this, the customer must complete this
field before submitting the
ticket or form.
- Name for customer - This is the label that
will be shown to customers if the view
toggle is enabled.
- Note: The label will not be
translated into any foreign languages.
- Description - The optional
description will be shown to customers via a tooltip on the contact form.
The last step is to choose which inboxes you would like to apply the new custom field to. You can toggle on the switch to the right of each inbox. Alternatively, you can use the Select all option to enable the custom field for all inboxes.
To apply the custom field to all new inboxes created, you can toggle on the option Apply to all future inboxes.
You can then choose Save to create the custom field.
Note: Custom field data can be included in the task description when creating a Teamwork task from a ticket.
For more information, see: Enabling or Disabling Custom Fields